Customer Operations Technician

TL;DR

Customer Operations Technician: Managing operational back-office case resolution for refunds, returns, and delivery issues with an accent on maintaining high service standards and customer retention. Focus on resolving complex queries, collaborating with internal departments, and ensuring alignment with company processes and guidelines.

Location: Must be based in or able to work from Porto, Portugal (Hybrid)

Company

hirify.global is a leading global marketplace for the luxury fashion industry, connecting customers in over 190 countries with world-class brands and boutiques.

What you will do

• Provide optimal service by resolving team queries and requests across multiple channels.
• Take ownership of case resolution, finding solutions according to company guidelines.
• Manage demanding issues with professionalism, focusing on customer retention.
• Advocate for team needs and identify localization initiatives.
• Manage personal development and support team potential.
• Contribute to a positive work environment aligned with company values.

Requirements

• Customer-oriented mindset with the ability to view problems as growth opportunities.
• Fluency in English (verbal and written) is mandatory.
• Proficiency in Excel for maintaining complex spreadsheets.
• Ability to work under pressure and meet agreed deadlines.
• Experience in multicultural environments.

Nice to have

• Knowledge of retail and finance concepts or processes.
• Fluency in a second language.

Culture & Benefits

• Health insurance for the whole family and well-being support.
• Flexible working environment and flexible benefits program.
• Extra days off, sabbatical program, and community service days.
• Training opportunities and free access to Udemy.
• Participation in the hirify.global Equity plan.